Customer Service and Customer Experience News for August 5

Talent Matters: Why ‘delighting’ your customers is just all wrong From http://ift.tt/g5lp9S – Today, 1:51 PM Research shows customers are no more loyal if they feel their interaction with customer service meets or exceeds their expectations, but they will stop doing business if they feel they’ve had a difficult experience. Colin Taylor TRG‘s insight: Customer Delight is a by-product of spectacular service not the end itself – #custserv #cctr #cem Changing the Social Dynamic in your Contact Center – The Taylor Reach Group – Call Center Consultants From thetaylorreachgroup.com – Today, 9:25 AM In this guest post Tenacity CEO Ron Davis outlines Tenacity, sets out how Social Physics can change the dynamics in your contact center resulting in healthier, happier and more connected agents. What is more it can reduce attrition, and increase Customer Satisfaction and NPS scores. Introduction: Tenacity is an employee engagement application for contact centers, […] Colin Taylor TRG‘s insight: Happier, Healthier and more connected agents with lower attrition and higher NPS scores – Whats not to like? #cctr #contactcenter #custserv 5 Ways To Reduce Customer Care Costs Without Compromising On Quality From http://ift.tt/Q5Ea6w – August 4, 1:55 PM According to research, over 70% of all customers who leave a company for its competition have no problem with the product. Their main grouse is actually with the customer care offered to them. This m… Colin Taylor TRG‘s insight: Customer Journey Mapping, remote workers, the right people and technology are all great points on improving the Customer Experience. The challenge as always is executions – matching your customers interaction objectives to the channels offered and to the skills and competencies of your agents is a great start. #custserv #callcenter #CEM Beacons: coming to an event near you From econsultancy.com – Today, 9:28 AM In an age of persistent connectivity, no modern event would be complete without its own mobile app. Colin Taylor TRG‘s insight: #Beacons bringing a Minority Report reality to retail, events, real estate – #custserv #retail #cem Dear Amazon: Reneging on Prime does not make for a good customer experience From http://ift.tt/U3h4pi – August 4, 2:07 PM When you sign up and pay for an annual service the only update or change should be one that benefits the subscriber. Otherwise it’s pretty much called a gyp by those over 40.

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